Have a look at our questions



Contact & Customer Service

How and when can I reach you?

You can contact us in the following ways 24/7 by email at service@knightsoftwin.eu and Monday - Saturday (8 am - 6 pm) by phone at +49 172 6723283

How quickly do I get a response to my email enquiry?

We aim to respond to all emails within 24 hours. If your enquiry is particularly urgent, please call us on

What is your postal address?

Postal address as follows: Twin GmbH, Beatrix Müller, Louisenstrasse 99, 61348 Bad Homburg

Delivery & Shipping costs

How much does shipping cost?

From an order value of €300.00 we deliver free of charge. Otherwise, shipping within Germany costs a fair price €5.95.

What is the delivery time?

We process and dispatch orders during our opening hours. These are Monday to Friday from 8 am to 6 pm (excluding public holidays). Goods will be ready for despatch no later than one working day after receipt of payment, provided they are in stock.
Delivery charges (including VAT)

Do you also do express deliveries?

No, we do not currently send parcels by express.

What countries does your company ship to?

We ship to EU, Austria and Switzerland

General questions

Some parts of the shop do not work properly, what can I do?

We apologise in advance. With different devices (laptops, tablets, smartphones), different browsers (Chrome, Safari, Firefox, etc.) and different operating systems (e.g. iOS & Android), it is unfortunate that minor errors and/or functional limitations can always occur. Please send us a detailed description of the problem you are experiencing. We are always trying to fix bugs to keep the store as usable as possible.

You did not find the answer in the FAQ?

Then please contact us by email at service@knightsoftwin.eu or by telephone on +49 172 6723283 from Monday to Friday, 8am to 6pm. We will try to help you.

Question title

Write a complete answer to the most frequent questions that your customers might have, such as important product information, shipping policies, payment issues or returns.

Delivery of incorrect or defective items

I have received the wrong item, what should I do?

We apologise for this inconvenience. Please email us at service@knightsoftwin.eu with your order number and/or customer number. You can then return your package and we will send you the item(s) you originally ordered as soon as possible. Please see our returns policy for more information.

Question title

Firstly, we are of course very sorry. Please send us brief details of the damage, including your order number, to the following email address: service@knightsoftwin.eu. We will send you a return label and you can return the item(s) free of charge. Please also see our return policy.